Refund policy

 

Return and Refund Policy

1. Overview

The Off Grid Co offers a 30-day return and refund policy on eligible products purchased through theoffgridco.com.

2. Contact Information

Customers may contact us regarding returns or refunds using the information below:

The Off Grid Co
Email: support@theoffgridco.com
Phone: 804-793-9403
Address: 10202 Acworth Drive, Glen Allen, VA 23060
Business Hours: Monday–Friday, 9:00 a.m. – 6:00 p.m. EST

3. Return Eligibility (30 Days)

Customers may return eligible items within 30 days of delivery.

To be eligible for a return:

  • The item must be unused, undamaged, and in original condition

  • All original packaging, accessories, manuals, and included items must be returned

  • Proof of purchase is required

4. How to Return an Item

  1. Contact Customer Service within 30 days of delivery.

  2. Provide your order number and reason for return.

  3. If approved, we will provide return instructions and a prepaid return label or return authorization.

  4. Items must be shipped within 7 days of receiving return authorization.

5. Return Shipping Costs

  • Defective, damaged, or incorrect items: Return shipping is free.

6. Refunds

  • Refunds are issued after the returned item is received and inspected.

  • Approved refunds are processed to the original payment method.

  • Refunds may take up to 3 business days to appear, depending on the payment provider.

Partial Refunds

Partial refunds may be issued if:

  • The item is returned used, damaged, or incomplete

  • Original packaging or accessories are missing

7. Special Return Situations

Defective or Damaged Items

  • Notify us within 48 hours of delivery

  • Provide photos or videos showing the issue

  • A full refund or replacement will be provided at no cost

Incorrect Item Received

  • Contact us immediately upon delivery

  • We will cover return shipping and send the correct item

Lost or Undelivered Orders

  • If confirmed lost by the carrier, we will issue a full refund or replacement

Order Cancellations

  • Orders may be canceled for a full refund before shipment

  • Shipped orders must follow the standard return process

8. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or personalized products

  • Perishable goods

  • Intimate or sanitary items (unless unopened and unused)

  • Gift cards

  • Digital or downloadable products

9. Exchanges

Exchanges are offered only for defective, damaged, or incorrect items.
All exchange shipping costs are covered by The Off Grid Co.

10. Legal Rights

This policy does not affect any statutory rights under applicable laws.

11. Policy Acceptance

By completing a purchase on our website, you agree to this Return and Refund Policy.